:DNA BiWeekly Meeting3
Contents
Dahua North America Tech Support Meeting Information
November 18, 2017 to December 1, 2017
Week 1: November 20, 2017 to November 24, 2017
Week 2: November 27, 2017 to December 1, 2017
Call In-Bridge Info
Participant Code: 104-357-739-22
Participant URL: https://join.shoretel.com/conference/10435773922
Dial-in Info: +19179427142
Additional Calling Info: Canada Dial in +1 (647) 558-3006
Schedule
Date: December 6, 2017 @ 11:00AM-12:00PM PST
Topics
- Holiday Party Announced
- SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
- Shoretel Integration added to Desk.com
- Shoretel Integration added to Salesforce
- Inbound Emails tested, and working on Salesforce Production Server
- Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
- New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
- Outlook Shared Calendar
- Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
- Conference Feature Added to Shoretel
Feature of the Week
Related Article:
Feature:
Description:
Firmware
News and Info about Firmware
Inbound Call Volume
November 20, 2017 to November 24, 2017
Desk.com
| Day of Week | Created Cases | Resolved Cases |
| Monday | 45 | 58 |
| Tuesday | 64 | 52 |
| Wednesday | 48 | 53 |
| Thursday | 3 | 0 |
| Friday | 3 | 2 |
| Total | 163 | 165 |
Shoretel / Mitel
| Total | 200 | 100% |
| Answered | 117 | 58.5% |
| Unanswered | 83 | 41.5% |
Weekly Breakdown
| Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
|---|---|---|---|---|---|
| Monday | Nov 20, 2017 | 37 | 30 | 7 | 81% |
| Tuesday | Nov 21, 2017 | 81 | 38 | 43 | 46.9% |
| Wednesday | Nov 22, 2017 | 77 | 48 | 29 | 62.33% |
| Thursday | Nov 23, 2017 | 3 | 0 | 3 | 0% |
| Friday | Nov 24, 2017 | 2 | 0 | 2 | 0% |
| Total | Week 1 | 200 | 116 | 84 | 58% |
Agent Weekly Breakdown
| Agent | Resolved Case | Cases Per Hour |
|---|---|---|
| Barry Rossen | 8 | |
| Denis Boulet | 3 | |
| Collin Bromfield | 7 | |
| Rodney Carrigan | 14 | |
| Peter Hall | 4 | |
| Dylan Lee | 27 | |
| Mark Navarro | 16 | |
| Gordon Waughan | 25 | |
| Frank Wilkins | 22 | |
| William Valencia | 21 | |
| Michael Yacono | 7 |
November 27, 2017 - December 1, 2017
Desk.com
| Day of Week | Created Cases | Resolved Cases |
| Monday | 65 | 66 |
| Tuesday | 70 | 69 |
| Wednesday | 68 | 67 |
| Thursday | 57 | 50 |
| Friday | 66 | 64 |
| Total | 326 | 316 |
Shoretel / Mitel
| Total | 340 | 100% |
| Answered | 272 | 80% |
| Unanswered | 68 | 20% |
Weekly Breakdown
| Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
|---|---|---|---|---|---|
| Monday | Nov 27, 2017 | 62 | 49 | 13 | 79.03% |
| Tuesday | Nov 28, 2017 | 70 | 62 | 8 | 88.57% |
| Wednesday | Nov 29, 2017 | 68 | 54 | 14 | 79.41% |
| Thursday | Nov 30, 2017 | 57 | 47 | 10 | 82.45% |
| Friday | Dec 1, 2017 | 83 | 60 | 23 | 72.2% |
| Total | Week 1 | % |
Agent Weekly Breakdown
| Agent | Resolved Case | Cases Per Hour |
|---|---|---|
| Barry Rossen | 26 | 0.65 |
| Denis Boulet | 4 | 0.1 |
| Collin Bromfield | 9 | 0.225 |
| Rodney Carrigan | 7 | 0.46 |
| Peter Hall | 35 | 0.87 |
| Dylan Lee | 47 | 1.175 |
| Mark Navarro | 50 | 1.25 |
| Gordon Waughan | 40 | 1 |
| Frank Wilkins | 34 | 0.75 |
| William Valencia | 30 | 0.75 |
| Michael Yacono | 5 | 0.125 |
Developer Corner
New on the Wiki
New on LearnDahua
Sales Training
External
- N/A
